BBC Learning English How to make a complaint

SIG

William:

Hello, and welcome to How to The BBC Learning English phrase book for everyday situations

TAG

William:

My names William Kremer. Now, its often said that we English people hate making complaints but, just for you, Im going to make a programme about making complaints. This edition of How To will look in detail at the language of spoken complaints.

Earlier on, I spoke to my colleague Catherine, who told me about a time shed made a complaint a couple of years ago. The incident happened at her brothers wedding, which was being held in a hotel. Now, Catherine arrived at the hotel one hour before the wedding but to her surprise, the hotel told her that she had to pay 10 extra for checking in early. What did Catherine say?

Catherine:

How can you invite people to come to your hotel for a wedding and then charge them to get into their room one hour before the wedding? And the woman said, Im sorry thats policy and I said Well thats ridiculous! and ended up talking to the manager and telling the manager that I was very surprised at their policy and that it was unreasonable to charge people who were already paying a lot of money and -

William:

I can see that youre still quite angry about this, Catherine.

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Catherine:

Well the memorys coming back to me! Anyway, so in the end, sorry

William:

Do you remember, do you remember what words you used with the manager?

Catherine:

Erm I think, if you, if you be the manager I can probably kind of remember it

William:

Okay, okay, okay. Lets imagine then that I am the manager.

Catherine:

Okay.

William:

Erm, and youre at the front desk

Catherine:

Yeah

William:

and I come up and youve asked to see me...

Catherine:

Yeah

William:

and I say something like: Well hello madam. Is everything okay?

Catherine:

Well no actually it isnt. Ive been erm, Ive booked a hotel room, my brothers wedding is at two oclock, Im here at one oclock, I want to check in and theyre telling me that I have to pay 10 for checking in early and I think thats absolutely ridiculous. So Id like you to erm not charge me 10 and let me get into my room.

William:

Er well, Im afraid that we have our rules and regulations and our policy, Im very sorry to hear that youre unhappy, but Im afraid our policy is that if you

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arrive before a certain time then we have to charge for that room cos obviously normally that room might be occupied by another guest

Catherine:

I really think that you should erm change your policy for this circumstance because its really unreasonable and erm unfair and I think thats just not reasonable to charge people this kind of money

William:

Id love to help youSo what did he, no, what did he say, because Im guessing now.

Catherine:

He said that kind of thing, he said exactly what youre saying, he was polite and courteous and said That is policy; were not going to change it

STING

William:

Now, dont worry if you missed some of that. Were going to listen again to what Catherine said, and look more closely at some of the language that she used.

MUSIC

How did Catherine react when the hotel told her shed have to pay extra for checking in early?

Catherine:

And the woman said, Im sorry thats policy and I said Well thats ridiculous!

Elena:

Thats ridiculous!

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William:

This is a very common way of showing that you think something is silly or unfair. Its a strong expression, but you can make it even stronger by using a very common adverb

Catherine:

and I think thats absolutely ridiculous!

William:

Now at this point, Catherine asked to speak to the manager, probably by saying something like

Elena:

Can I speak to the manager please?

William:

Catherine made her position very clear to the manager:

Catherine:

I think, I really think that you should erm change your policy for this circumstance because its really unreasonable and erm unfair and I think thats just not reasonable to charge people this kind of money

Elena:

Its just not fair to charge people this kind of money!

Matt:

Its simply not reasonable to charge people this kind of money!

William:

If something is reasonable it makes sense and its fair. But whats the opposite of reasonable?

Catherine:

Its really unreasonable and erm unfair

Elena:

Thats really unreasonable!

William:

Notice that Catherine told the manager what she wanted him to do:

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Catherine:

So Id like you to not charge me 10 and let me get into my room.

William:

When youre making a complaint, dont forget to tell people exactly what you want them to do!

END MUSIC

William:

But before we finish, I just want to highlight two quite subtle words that you can use to show you disagree with something. Catherine used both these words when the manager asked her if everything was all right:

Catherine:

Well no actually it isnt.

William:

Well and actually are used in lots of different ways in different situations. But here, Catherine is using them to signal that she disagrees with the manager. You can find out more about how to use these words on the How To webpage on BBC Learning English dot com.

PREFADE

Well, Im sure youll be pleased to learn that in the end the hotel didnt charge Catherine 10 for checking in early. Goodbye!

SIG

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